I’m available to help with a variety of Customer Facing System problems. I’ve worked in all of these areas and have the experience to help you with what needs to be done quickly and efficiently.
Service |
What’s Involved |
| Review | My most basic service is a review of your customer facing systems, analyzing how they’re working and what their weaknesses are. A week onsite is required for data gathering and interviews followed by a week of analysis. The basic methodology involved is a combination of Soft and Hard Systems methodologies. Results can be presented in person or remotely using GoToMeeting and in the form of a written report. |
| Analysis | Detailed analysis of historical records can lead to many insights about operation of a customer facing system. This analysis can be performed remotely and the results delivered remotely lowering your overall cost. |
| Web Sites | Web sites today have become a major means of interacting with customers, but many company websites mistake flash for substance. A detailed website analysis reviewing customer facing system issues focuses not on the graphic design, though that’s part of the effort, but rather on what it takes a customer to get done what they need to. This analysis and the delivery of results can be performed remotely using GoToMeeting software. |
| Call Centers | As much as customers have shifted to the web, telephone call centers remain a major way in which customers are handled. A detailed review of call center operation includes offsite call center tests, interviews with call center agents and managers, review of operational data, and an analysis of the equipment and processes used to support call center operation. |
| Selection | Building a customer facing system is a challenge. Vendors are more than happy to give you advice, but you have to assume that a bias exists in favor of their products. Even the most honest sales person must believe in their product. The only way to get an opinion free of such bias is to contract for selection assistance separately. |
| Internal Systems | Help systems, Company Newsletters, and other internal systems normally support internal customers, but they are no less important and so should be given as much attention as systems that face external customers. Any of the review and analysis services can also be performed on inwardly facing systems. |
Contact me now for a free consultation by phone or online
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One Response to “Services”
[...] and you involve many people in doing it, then even a small mistake can have large consequences. My services are available to assist in reviewing, designing, or analyzing customer facing systems. If you like [...]
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